PURPOSE OF JOB:

This supervisory position is responsible for operating efficient, safe, and profitable Service, Parts, and Detail departments. Fulfill these responsibilities by operating the department at maximum production, controlling costs, building solid customer relationships, maintaining good employee relationships, planning daily activities, and meeting sales objectives. This position supervises all Fixed Operations employees with a minimum of 6 direct reports: Service Manager(s), Parts Manager, Detail Manager, Warranty Administrator, Reconditioning Specialist, and Fleet Driver.

JOB DUTIES:

Administrative

Prepare and execute performance objectives and monthly forecasts.
Establish clear performance goals and accountability standards for direct reports to drive results and departmental success and ensure consistent achievement of targets.
Maintain reporting systems to store management and to the manufacturer.
Monitor warranty acceptance and ensure payment within thirty (30) days. Ensure submissions every day and work closely with the Warranty Administrator to ensure payments are received weekly.
Monitor the trend on repair orders twice weekly. Monitor volume, salesmanship, and promotional activity.
Confer with Sales Management and the Controller on plans, financial results, and areas of concern.
Supervise annual parts inventory and balance to the financial statement.
Become a Subject Matter Expert (SME) and advocate of the designated software systems and tools, systems, reports, etc. relevant to the position.

Operations

Control performance of the department by using manufacturer’s performance, internal, and Customer Satisfaction Index (CSI) reports, monthly forecasts, and internal accounting data. Ensure the departments achieve weekly and monthly sales, profit, and other requested objectives.
Monitor management of the Pre-owned reconditioning process to ensure time to line targets are met.
Maintain a positive relationship with factory representatives.
Ensure that monthly service clinics are planned and executed properly.
Periodically check controls on special tools and supplies.
Ensure monthly compliance with factory warranty cost per car standards for mechanical and paint-body. Do not operate over zone/factory levels.
In cooperation with the Business Development Center (BDC) Manager, ensure all BDC service objectives are achieved.

Management & People Development

Effectively build, manage, and develop talent to support a performance culture within the department.
Outline, maintain and coordinate the training of department employees.
Actively manage employees, utilizing 1-on-1 meetings and Subject & Action (S&A) accountability standards.
Evaluate the performance of employees against established objectives.
Conduct timely performance appraisals for employees. Ensure timely submission and monitoring of annual business plan goals for yourself and your direct reports.
Ensure team members achieve minimum annual training requirements, as appropriate.
Establish, maintain, and keep job descriptions up to date for positions in the department.
Conduct shop meetings, no less than twice monthly.
Conduct Fixed Operations Departmental meeting no less than once a month.
Coordinate the Service, Parts, Detail, Cashier, and Warranty schedules and procedures.
Maintain strong employee relations.

General

Ensure prompt and regular attendance.
Perform other appropriate duties as may be assigned by Management.
Travel as business needs may require.

Quality & Continuous Improvement

Personally commit to quality in all aspects of work.
Provide “World Class Customer Service” for internal and external customers.
Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
Participate on teams to research, measure, and correct problems and to strive for process improvement.
Communicate and exemplify the Company’s Mission Statement, Vision Statement, Values, and Philosophy.
Attend at least ten (10) credit hours of training each calendar year to continue development of work-related skills.

Full-Time Employee Benefit Options Include:

Health, Dental, & Vision Insurance
401(k) Retirement Savings Plan with Company Match, including Roth option
Flexible Spending Accounts and/or Health Savings Accounts, including potential for company contributions based on annual health risk assessments
Life and Accidental Death & Dismemberment Insurance
Short- and Long-Term Disability Insurance
Supplemental Voluntary Insurance Policies with options for Critical Illness, Hospital Indemnity, and Accidents
Paid Time Off for Vacation, Sick, and Holidays
Employee Assistance Program

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.

Education:

High school diploma / GED is minimally required.
Associate's degree or higher is strongly preferred.

Experience:

5+ years of prior experience as a Service Manager in a new car dealership is minimally required.
Prior supervisory experience is strongly preferred

Other Knowledge, Skills, Abilities & Competencies:
Demonstrate customer service excellence and be able to deal effectively with customers in all situations.

Demonstrate a purposeful mindset to solve multiple and varied operational problems and implement corrective actions.
Demonstrate strong supervisory and employee relations skills.
Demonstrate strong project management skills, including issue identification, planning for execution, and follow-up skills.
Demonstrate and model strong leadership skills.
Excellent communications skills – written, verbal, active listening, presenting information to others, including the ability to write professional business communications as well as public speaking skills in both one-on-one and small group presentation settings.
Strong attention to detail, organizational skills, and ability to effectively prioritize tasks.
Ability to effectively operate in a fast-paced environment as well as the ability to work within a detail-oriented style of leadership.
Posses and maintains a working knowledge of business-related systems and equipment, such as Microsoft Outlook, Word, and Excel, as well as databases and Dealership Management Systems.
Maintain confidentiality of business-related information.
Must possess and continuously maintain a valid driver’s license with an acceptable driving record.

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